CCNG
MARCH 1, 2022
According to a recent McKinsey poll , the top three factors employees cited as reasons for quitting were: 1) They didn’t feel valued by their organizations (54 percent), 2) they didn’t feel valued by their managers (52 percent), and 3) they didn’t feel a sense of belonging at work (51 percent). Now that work-at-home is here to stay, leaders at all levels are going to have to re-engineer how they lead.
ShepHyken
MARCH 1, 2022
Does Your Frontline Team Believe in Your Brand? The Gap Between Your Marketing Message and Frontline Teams. Shep Hyken interviews Chris Wallace, Co-Founder and President of InnerView , a marketing consulting firm that helps companies align their brand and product stories with their customer-facing teams. They discuss the importance of a two-way dialogue between the marketing department and your frontline teams.
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Spearline
MARCH 1, 2022
Your contact numbers support sales orders and customer management. When these numbers are “down” your business is not generating revenue, and may be losing customers. Which is why it’s vital that you proactively monitor and test calls. Despite the growing availability of alternative communication methods, the voice channel continues to be the primary contact method for customers.
Totango
MARCH 1, 2022
Did you know that while women make up more than 50 percent of the U.S. workforce, less than one in five employees in the tech industry are women? Like in most male-dominated industries, there are many reasons for the lack of women in tech, including work culture and gender discrimination issues, a significant gender pay gap, and a lack of female representation in the workplace.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
VirtualPBX
MARCH 1, 2022
VirtualPBX has been delivering innovative features and services for nearly 20 years to meet the growing demands of business worldwide. Our wide range of capabilities helps support our customers’ business needs to be competitive in today’s market. We are the perfect partnership because our forward-thinking leadership makes us a strong association.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
CSM Magazine
MARCH 1, 2022
The trading environment in the past year has been challenging for retailers and has also reinforced the opportunity for retailers to completely rethink their operations to deliver seamless customer experiences. Carmen Carey, CEO of Sorted , explains. What’s become clear is that customers hold the power. Brands need to be aligning to the preference of the consumer, not the other way round.
360Connext
MARCH 1, 2022
Leaders come to me with similar challenges again and again when it comes to customer experience. They are often assigned a CX leadership role without much more than a vague job description and audacious goals like “move the needle” on customer loyalty and “create a superior customer journey for every customer, every time.” These goals, while aspirational, are not really meaningful to the business overall, to the other leaders in that organization, and perhaps most telling
Playvox
MARCH 1, 2022
If your contact center doesn’t have effective eLearning capabilities, you’re missing an opportunity to optimize agent performance. One of the biggest training challenges contact centers face is keeping agents’ skills sharp following onboarding. New hire training is typically thorough enough to get agents up and running, but what about ongoing training that reinforces skills and keeps contact center agents aligned with business goals?
Edify
MARCH 1, 2022
Business and workplace experts have long discussed the importance of the employee experience and the ongoing employee engagement dilemma, which has been a thorn in organizations’ sides for decades. Unfortunately, this problem isn’t getting better. Gallup recently reported, "For the first year in more than a decade, the percentage of engaged workers in the U.S. declined in 2021.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
ClientSuccess
MARCH 1, 2022
Traditionally, the customer handoff process from sales to customer service for onboarding can be chaotic and more than a little confusing. Onboarding is, after all, the first real experience a customer has working directly with your team, using the platform to its full extent, and understanding how the working relationship will look between your two teams.
Jon Arnold
MARCH 1, 2022
Enterprise Connect starts Monday, March 21, and if you show up at 9am, you’ll have missed my talk. I definitely have the early bird session, speaking at 8am, the very first time slot for the show. If you don’t know, this is my 5th annual update on the state of enterprise speech tech, and every talk has been very different. If this is all news to you, and is of even passing interest, I hope you’ll read my latest No Jitter article, which provides a preview of my session.
SmartAction
MARCH 1, 2022
Software as a Service and Managed Software as a Service have their similarities, and that likeness is evident in their names. Yet the difference isn’t as simple as the additional word of “managed.” Their distinctions go beyond that and change the true meaning of each service. What is Software as a Service (SaaS)? Software as a Service (SaaS) is a term many of us have heard.
Global Response
MARCH 1, 2022
KPIs for call centers: 8 critical metrics to track. When it comes to KPIs for your call center, one thing is for sure: less is more. You may not be so convinced. After all, when you’re managing a call center, whether it’s in-house or outsourced, there’s a long list of KPIs (key performance indicators) that you could be measuring. Handle time, CSAT, FCR, abandonment rate—the list is nearly endless.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Concentrix
MARCH 1, 2022
Concentrix Ranked #40 for Staff Training and Development Programs. The post Training Magazine Recognizes Concentrix’ Training and Development Excellence for the 5th Year in a Row appeared first on Concentrix.
ConvergeOne
MARCH 1, 2022
This originally appeared as part of an article in THE Journal and Campus Technology. Cyberattacks grew at an alarming rate in 2021, and as a result, cyberinsurance premiums are rising considerably. Many insurers are now requiring organizations to prove the strength of their network security before providing a quote. ConvergeOne works with school districts, higher education institutions, and organizations across many sectors to analyze their network security and prepare for the detailed assessmen
CSM Magazine
MARCH 1, 2022
Automated cloud WFM solution supports hundreds of agents handling tens of thousands of voice and live chat conversations as Cazoo contact centre doubles in size. . Calabrio, the customer experience intelligence company, announced today that Cazoo, the UK online car retailer, is utilising its workforce management (WFM) solution to automate the planning of the company’s rapidly expanding contact centre workforce.
SQM Group
MARCH 1, 2022
The most effective recognition initiative for helping call centers improve or maintain their First Call Resolution and Customer Satisfaction performance is a Voice of the Customer (VoC) agent certification program.
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
Education Services Group
MARCH 1, 2022
When I joined ESG last April, I thought I had a pretty good idea of what Customer Success was and how its concepts played a role in the world of business. But boy, was I in for a world of surprise when it comes to the breadth and depth of Customer Success as a discipline and an industry. Luckily, while walking down the yellow brick road of CS, I’ve had the guidance of my co-workers (who happen to be CS professionals and experts) and a wealth of resources to get me up to speed.
CSM Magazine
MARCH 1, 2022
Does your business have too many outstanding invoices? If yes, then you should know that this is an everyday struggle among small companies that operate an invoicing system. A 2021 survey showed that 25 percent of these entrepreneurs had to wait for more than a year to get paid for overdue invoices. Letting customers or clients pay via invoices is convenient.
LiveVox
MARCH 1, 2022
IVR technology has significantly improved the way that companies provide customer service. Most people may recognize IVR as a system that helps route customers to the right person they need to talk to. The post How to Use IVR Technologies to Improve Customer Service appeared first on Livevox.
Abby Connect
MARCH 1, 2022
Outsourcing your law firm’s reception lets you focus on what you do best: Practicing law. Abby Connect — the No.1 live receptionist service in the United States for growing law firms — has a talented team of legal sector professionals to hire 24/7 from just $2.40 per minute. That means never missing a call and… The post Law Firm Virtual Receptionists & Outsourced Staffing appeared first on Abby Connect.
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!
CSM Magazine
MARCH 1, 2022
What is conflict management? Conflict management is the implementation of strategies to eliminate the negative aspects of disputes and accentuate the positive ones. The objective is for the differing sides in the matter to collaborate and overcome their differences in a way that each party is heard and understood. PollackPeaceBuilding.com provides professionally instructor-led training workshops and seminars for employees, managers, and executives at organizations.
USAN
MARCH 1, 2022
For companies that rely on customer-centric operations, delivering a good customer experience is paramount. However, what customers want from a particular organization’s CX can vary widely, meaning that each company’s CX strategy and design should be tailored to the needs of its customers. So how do businesses figure out what, exactly, those needs are and whether their current CX strategies meet them?
NobelBiz
MARCH 1, 2022
In recent years, VoIP (Voice over Internet Protocol) telephony has been a common practice in the contact center industry. This technology is now highly useful since it lowers the cost of communication while increasing productivity. However, the question of how to select the best VoIP solution for your contact center emerges. The post What To Look For When Buying VoIP Services For Your Contact Center appeared first on NobelBiz®.
Expivia
MARCH 1, 2022
Let’s face it: it can be hard to reach your target audience through marketing channels. Email’s often overused and blocked, social media can be a distraction, and print ads are becoming less and less effective. However, SMS marketing is still a great way to reach your target audience. . It’s a direct marketing channel that delivers your message right to the customer’s phone, so you know it will be seen.
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the
CSM Magazine
MARCH 1, 2022
Morgans Plumbing and Heating has grown its business by more than 600 percent since implementing BigChange field service management software. . Using BigChange, Morgans has achieved the highest levels of automation with the platform underpinning every aspect of the business including workforce management, customer communications, reporting and invoicing.
Expivia
MARCH 1, 2022
Whether you have kids to take care of or you’re not quite ready to face the post-pandemic working world yet, there are plenty of options to work from home and make some extra money. These work from home jobs aren’t just easy to find and available to virtually everyone with a computer and Internet. They’re also a lot of fun. Here are 10 ideas of what you can do from home part-time or full-time and earn money without ever leaving your couch. 1.
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